Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers / Edition 1

Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers / Edition 1

by Stephanie G. Sherman, V. Clayton Sherman, Josepha Sherman
     
 

ISBN-10: 0787943924

ISBN-13: 9780787943929

Pub. Date: 12/18/1998

Publisher: Wiley

A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical 'action plan' format, Sherman challenges the reader to think about solutions, not just ideas.
—Irwin Press, president, Press, Ganey Associates, Inc.

Whether you're a CEO, a caregiver,

Overview

A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical 'action plan' format, Sherman challenges the reader to think about solutions, not just ideas.
—Irwin Press, president, Press, Ganey Associates, Inc.

Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book.
—Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer Service

Total Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.

Product Details

ISBN-13:
9780787943929
Publisher:
Wiley
Publication date:
12/18/1998
Series:
Health and Psychology Series
Edition description:
1 ED
Pages:
400
Product dimensions:
9.25(w) x 7.50(h) x 0.82(d)

Table of Contents

Figures, Tables, and Exhibits.

Preface.

About the Authors.

Chapter 1: Extraordinary Customer Satisfaction: The Facts and the Promise.

Chapter 2: Eighteen Commandments for Well-Managed Customer Satisfaction Programs.

Chapter 3: What the Customer Really Wants.

Chapter 4: Measurement Tools That Work.

Chapter 5: Calculating the Cost of Dissatisfied Customers.

Chapter 6: How to Win and Retain Customer Loyalty.

Chapter 7: The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff.

Chapter 8: Building the Customer Satisfaction Team.

Chapter 9: Designing Your Customer Service Strategy.

Chapter 10: Prescriptions for Sustaining Top Customer Satisfaction Ratings.

Recommended Readings.

Index.

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